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JIRA as Support Platform
The document discusses the challenges and solutions related to managing a helpdesk platform using Jira. Key issues include communication management, status tracking, SLA visualization, and reporting capabilities. It highlights the need for improved email configuration, user-friendly ranking, and custom workflows to enhance the overall support process.
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JIRA as Support Platform
- 1. as a SupportPlatform Tony Atkins <aatkins@atlassian.com> NL AUG, 09/02/2012
- 2. Helpdesk Needs • Managecommunication • Keep track of what requires action • Provide reports
- 3. A Tale ofTwo JIRAs
- 4. Communication (Good) • Incoming • Outgoing • Web Interface • Web • Email • Email • Jabber (plugin)
- 5. Communication (Bad) • Format of outgoing emails needs work (stay tuned) • Email configuration and administration of email needs work • Administration of notifications needs work
- 6. What requires action? • Statuses for each actor • Filters • Incoming • Incoming issues waiting for engineers • Waiting for Customer • Personal issues • Waiting for Engineer • Assigned issues in trouble • Escalations, etc. • Conditional transitions
- 7. SLAs • Problem • Solutions • No built-in concept of an • Filters and Notifications SLA • Custom Fields • Difficult to visualize “time to SLA” for a range of issues • SQL reports • Custom gadgets
- 8. Ranking • Problem • Solutions • Can only order by one or • Custom fields more fields • Custom gadgets • No complex weighting and ordering • Same order for all users
- 9. Friendly Fire • Problem • Solutions • JIRA can’t assign to a group • “Who’s Looking” plugin: http://bit.ly/zY2R6m • No real “locking” of issues • Dedicated Dispatcher or • Easy to assign issues out Triager from under each other
- 10. Reporting • Real-time • User-created • Shareable • Graphs and Charts
- 11. Reporting Challenges • Problem • Solutions • Source data is a list of issues • SQL reports (not users or groups) • Custom gadgets • Limited ability to group data • Limited time tracking
- 13. No Code Required Major Coding Required Custom Workflows Javascript + Custom Fields Built-in Custom fields Custom2 Fields JIRA Toolkit plugin Jelly (for auto-transitions) Built-in mail handlers Custom mail handlers Some Code Required “Hercules” log scanner SQL reports Jabber plugin Beanshell reports Wallboard plugin
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- 15. Wallboard Plugin • Started with SQL reports in Confluence • Transitioned to Beanshell (some Java) and SQL, still in Confluence • Transitioned to a portlet that uses SQL on the back end • In the process of transitioning to a gadget backed by custom fields and REST.
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- 17. Thanks for yourtime!